Summary:- Responsible for incubating the QA Monitoring CX process to the Backoffice team, creating a monitory flow with a metric system.- Created specific adherence measurement dashboards for result sharing

Summary: - Responsible for sizing Zé Delivery's Internal and External operations, in compliance with the SLAs stipulated by the leadership and current contractual rules of hours worked and number of interactions.- Responsible for conducting strategies on days with lower headcount and monitoring metrics.Achievements: - Create sizing for Point of Sale NFE verification cell, enabling a team of 2 agents to double their capacity for demand that was growing.- Participate in the strategic and operational rollout process of the chat mode for more than 20% of registered users in the base, thus enabling more customers to use this service.

Summary: - Promote high-quality to Kovi’s clients in chat, and phone support channels- Work on an efficient ticket escalation process, ensuring the correct support type to the customer- Performing accordingly to Kovi’s OKRs, and always looking forward to personal improvement Achievements: - Participate in a procedural improvement initiative to understand the information gaps and promote better service to the Driver.

Summary: Quality specialist responsible for providing weekly evaluations of interactions between the Uber support and its customers, considering the most updated support knowledge and legal terms. As additional tasks, I was responsible for:- Monitoring weekly adherence results (Regional and Latam);- Provide Quality support to BPO, Uber's operations and Stakeholders;- Jointly working with other related areas (Content, Training, etc) and brainstorm new customer-facing strategies.- Responsible for monitoring the chat modality incubation process.Tools: JIRA, Purecloud, Salesforce, Zendesk, SurveyGizmo, and Sisense (old Periscope Data).Achievements: - Performed above 90 percentual points in all supported line of business as a Quality Specialist (Worked with: Rides, Cash, Uber Eats Restaurants and Chat);- Performed above 90 percentual points KPI of adherence with Line of Business manager, meaning that QA and LOB had the same vision for the customer support;- With teammates, provide QA Training sessions to Uber's operation and BPO's;- Responsible person on the team to build dashboards and managing/tracking spreadsheets.

Summary: Responsible for providing B2C support to Uber's clients by:- An internal investigation, using Uber's tools and applicable knowledge bases to the presented scenario;- Monitoring tickets inbound queue and ensuring a fast first interaction with the user. Guarantee the Team SLA Metric of one hour for contact resolution (Approximately 7-9 tickets per hour or more);- Escalating non-urgent ticket to the responsible area;- With the TL and the Teammates, promote new forms of approach, and discuss new methods and content opportunities to new development curves for the line of business;- Participate in alignment sessions with the QA Team to brainstorm adherence gaps and new customer-facing opportunities.Achievements:- Incorporate the first Urgent (L3) team;- Incorporate the first Safety Support Team for Uber Eats in a Latam Level as a benchmark for the entire region, at the time;- Improve FCR KPI to 67% up 90%.

Summary: Responsible for providing B2C, and B2B support to expatriates and consulates, and embassies in Brazil, as additional tasks: - Visa management, make sure that all information is up to date and easy for inspection and research.Achievements: - I helped a teammate with no English formal knowledge to conclude 14 visa applications for the USA;- Managed an operation to bring 5-7 expatriates located in different parts of the country to meet and start the visa application for Portugal, with a one-week deadline.

Summary: Responsible for providing IT support to Danone's employees in a phone-based support line.Achievements: - Less than 5 minutes of interaction support for less complicated support, speeding up the process for more complex cases to the more experienced agents;- Managing a +300 backlog of non-finished cases, with a two weeks deadline.